Senior Application Support Consultant

Day to day

• Gain in-depth knowledge of the Icertis platform including customer-specific configurations customizations and integrations
• Collaborate with customers to address questions about Icertis product features and capabilities
• Provide both on-site and off-site support using your troubleshooting skills to resolve issues and offer effective workarounds
• Prepare and deliver regular operational reviews including weekly status updates and monthly/quarterly reports focusing on trouble ticket progress
• Adhere to CRM processes to efficiently manage and escalate customer requests
• Create knowledge base articles to expedite troubleshooting and enhance issue resolution for both customers and internal teams
• Offer technical guidance mentorship and support to team members